Capital Processing Network

Dear Ms***,Please accept our apologies for any inconvenience you may have incurred at the hands of our sales teamOur intention is never to treat you with anything but the utmost respect, however as with any organization driven by its sales, our representatives can sometimes be too enthusiastic.I have confirmed that your business has been removed from our list and no further calls should be made to youOnce again, we apologize for any convenience and please rest assured that we have taken steps to address your concerns.Sincerely, [redacted] ***Manager, Customer Loyalty

Thank you for your assistance and I apologise I haven’t gotten back to you earlierAs the merchant filed a legal complaint as well as a Revdex.com complaint , I have been in contact with my Legal team to discuss how we will handle the situationIn order to resolve the issue amicably, we have agreed that we will proceed with the refund of the merchants early termination fee, once we have received confirmation that this is a satisfactory resolutionPlease see our response belowI have attached a copy of the amendment the merchant is reffering to, for your reference, and I have specified the reason for this letter in my response as well“Dear [redacted] : I’ve taken another look at your account as well as the additional documents you have provided to meThe amendment you referred to is in fact a letter that is sent out to all our new merchants to explain the fees (both annually as well as monthly, the latter in cases where a merchant may not remain compliant) that are applicable to our merchants in regards to PCI compliance as per the signed agreement between that merchant and CPN.Providing this letter to you was regular new merchant communications and in no way indicated an intention to raise your monthly rates This fee is billed differently industry wide and often at a higher cost and so we believe new merchants deserve some sort of notificationWe deeply apologise if you felt this was our attempt to be fraudulent and can assure you we are always looking for feedback and ways to improve our services and make our merchant experience betterAlthough we still feel there was no wrong doing on our end, I have found more information since our last communications that lead me to believe this could have better been explained to you.Therefore, in order to resolve this amicably, we are willing to refund the early termination fee that was billed to your accountThis refund will be triggered as soon as we have received confirmation that this is a satisfactory resolution to youI can also send you an email confirmation once the refund is triggered to ensure you can keep track of it on your endAs we have been communicating through emails, please do not hesitate to contact me should you have any questions in regards to the above informationIf you would like to contact me by phone, I can be reached at [redacted] Sincerely,Amanda B.”

Dear [redacted] We are very sorry for the frustration you experienced while doing business with usI would like to take this opportunity to further explain the actions that were taken with regards to your accountAlthough your account was initially approved, the processor requested additional information in order to better understand your businessUnfortunately, although we communicated this with your business multiple times, the information was not provided which led to the processor placing a funding hold on your accountAs you’re aware, once the required information was supplied, the hold was lifted and your funds were settled to your bank accountWe understand that this can cause difficulty for your business, but please rest assured that these steps were taken in line with industry standards and are implemented to mitigate risk of financial loss and protect all associated partiesWe hope this helps clarify the reason why such actions were taken on your account, however, as you have requested the account be closed prior to the end date of your term, the early termination fee will remain applicable.Should you require any further assistance, please do not hesitate to contact me at [redacted] .Sincerely,Amanda B

Hi ***,As discussed on our phone call earlier this week, I just wanted to confirm that the refund for the $has been requestedYou should see the funds back in your account within 10-days.Once again, I want to apologize for this inconvenience, I do understand your frustrationI've been reading through the notes and conversations on your account to learn that this was caused by a possible issue with your terminal but it remains unclear whyI will continue researching on my end to ensure that other merchants don't end up in the same situation, but I wanted to assure you that the refund is on its way.Thank you for contacting us about this issue, I hope you find this resolution meets with your expectations.Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Hi ***,I tried to reach you over the phone a number of times this week but was told you've been out due to illnessI hope you feel better soon! In the meantime, I wanted to provide you a response and my contact information to reassure you that we have received your feedback and looked into the issues you brought up.I reviewed the calls and notes on your account, and had we been able to discuss anything when you called in to cancel, we would have gladly worked with you at that pointIt seems that you were quite upset and frustrated that day so we did not get the opportunity and are now addressing this through the help of the Revdex.comI'm sorry things got to this pointAs a gesture of goodwill, we have waived the early termination fee of $on your account in an effort to help resolve this case.Having said that, I also researched the issue concerning your pin-pad lease and see that you raised this concern about a year ago but after speaking with the Sales agent, it never came up againAt this point, we have not been able to obtain a confirmation from him that the pin pad wasBased on the signed documents attached, it seems very clear that we were informed you would continue to use your existing terminal but needed a new pin-pad, which is a common occurrence as pin-pads can sometimes be programmed to only work with a certain processor's equipmentGiven the signed agreement and your continued use of the equipment since November 2013, we would not be in a position to buy back your lease on the pin pad, however, I am willing to offer you a credit of $as a courtesy in addition to waiving your early termination fee of $495, for any inconvenience you may have experienced while subscribing to our services.I will reach out again Monday via phone to discuss this, or if you would like to try and reach me please do not hesitate to email or call.I can be reached by email at ***@ [redacted] - [redacted] .***, or by phone at ###-###-####Once again, please accept our apologies for any inconvenience, and thank you for your patience and understanding in resolving this issues amicably.Sincerely, [redacted] ***Supervisor, Customer Loyalty

Hello [redacted] ,Please accept our apologies for the delay in sending the check for the amount of $This was an oversight on our part and we apologizeI have confirmed that the check was sent to you via FEDEX yesterday and has been confirmed as "DELIVERED" on their website.Please do not hesitate to contact us again should you require any additional assistance.Sincerely, [redacted]

Good morning,We’ve received a notification that this complaint has been closed as Unresolved however we have been able to contact the merchant through emailAs I had mentioned previously, the merchant is not at the business and we were advised the best way to contact him was through email.We have received a response and are actively working with the merchant to better understand his claims and find a relevant solution.Thank you,Amanda B***Supervisor, Merchant Experience and LoyaltySuperviseure, Loyauté & Protection des marchands [redacted] [redacted] [redacted] [redacted] [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Dear Mr [redacted] As discussed and agreed on the phone November 24th, we have processed a refund of $367.94, taking into consideration that the closure of your account was not handled in a timely manner.Please accept our apologies for any inconvenience you experienced due to this issue; we hope you find this resolution satisfactoryShould you required any further assistance, please do not hesitate to contact our Client Care team.Sincerely, Tabinda T.Manager, Customer Loyalty

Dear Mr [redacted] ,I'm very sorry to hear that you had such a negative experience with our sales departmentI have ensured that your contact information is removed from our database so you should not receive anymore callsI apologize that you were called repeatedly, a request was put in place already but can sometimes take a few days to be completed.Please accept our sincerest apologies for any inconvenience this may have caused you and your business, it's certainly not our intention to inconvenience you in any wayI know that some of our agents can be tenacious but, as you can understand, they are just doing their jobWe'll make sure to remind the whole team to more considerate and respectful in future, and once again, I apologize for the poor impression we gave you.Thank you for bringing this to our attention.Sincerely, [redacted] ***Manager of Customer LoyaltyWeb: www.cpnusa.comCallSend SMSCall from mobileAdd to SkypeYou'll need Skype CreditFree via Skype

This response does not discuss the issue at hand The fact is that CPN increased our monthly and annual fees days into our contract and required us to pay the new amounts or pay a cancellation feeEither option cost our company additional money from the original contract we signed, and based on reviews from other companies this type of fraudulent activity is common place at CPN.The Oklahoma Attorney General's office is also looking into this matter, and [redacted] does not intend to rest until we receive a refund for the cancellation fee (approximately $450), which was taken directly out of our checking account.Please feel free to call [redacted] at ( [redacted] with any questions

Dear Mr [redacted] , We have reviewed your account and communicated with an authorized representative at your business ( [redacted] ) and confirmed that your account with us was closed as requestedAfter researching the billing concerns raised in your complaint, it was determined that the charges are for your lease and gift card service, which are provided by different companies.We have provided the information to [redacted] so that they can be addressed with the associated partiesWe apologize for any inconvenience this has caused youPlease do not hesitate to communicate with us directly should you require further assistanceSincerely,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Dear ***,I'm very sorry to hear of your experience with our sales team; we do our best to respect the DNC registry, however, mistakes do happen from time to timeI've personally ensured that your phone number is removed from our marketing lists, so you will not be receiving any further calls.Once again, please accept our sincerest apologies for any inconvenience, and thank you for providing valuable feedback on your experience.Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** ***

Dear ***,I'm very sorry to hear of the poor experience you had with our sales teamI assure you that we take these matters very seriously and will be conducting an internal investigation to ensure this kind of thing does not happen again.I've also contacted our sales management to ensure that
your business is removed from any marketing lists, so please rest assured that you will not be hearing from us in future.Once again, please accept our sincerest apologies for the poor treatment you received, and thank you for making us aware of this situation so that we can take the necessary steps to correct it going forward.Sincerely,***

Good afternoon ***, We are very sorry to hear you had a negative experience with our company and we appreciate the feedback you have providedThough we can appreciate your decision to have the account closed, I would like to re-iterate that should you change your mind, we are more than
open to reviewing your billing to get you as close as possible to what you were expecting In order to resolve this amicably, we will be refunding you the fees that were billed to your account for a total of 32.29$this amount will be deposited back into your bank account Please do not hesitate to contact us should you have any further questions at *** Sincerely, Amanda B

Dear Mr.***,I'm very sorry to hear of the negative experience you had with one of our sales teamsWe pride ourselves on our professional and ethical sales techniques, so your complaint did come as a surpriseHowever, as we take these matters very seriously, we have been looking into your
concerns and have taken measures to ensure that your business is not contacted in futureAs requested, we have sent you a letter confirming that we will not be contacting you againA copy of the letter is attached to this response, and it will also be emailed to you at the address provided.Please do not hesitate to contact me directly should you require any further assistanceI can be reached via email at***@***-***.***.Thank you for your feedback, I hope that this resolution meets with your expectations.Sincerely,*** ***Supervisor, Customer Loyalty

Dear *** ***,Please accept our sincerest apologies for any inconvenience that our sales department may have caused youOur intention is never to be a nuisance, and we are certainly able to ensure that your business is not contacted againWe will ensure that the sales representative is coached
on this process, and rest assured that we have removed your business from our database so no further calls are made to you.Sincerely,*** ***